"We recently stayed at the hotel for a family holiday, and overall, we had a lovely time. There were several things we really enjoyed, particularly the pool areas, spa, bars and entertainment. However, there were also a few disappointing experiences that I feel are worth mentioning, especially considering the standard the hotel aims to provide.
Check-in and Room Allocation
Our check-in was initially smooth, and the concierge kindly showed us to our room. Unfortunately, this is where our first issue arose.
We had booked for two adults and two children, but the room we were initially allocated had one double bed and one single bed. As we needed suitable sleeping arrangements for all four of us, I tried moving the single bed closer to the wall so the children could sleep safely and comfortably. While doing this, I noticed dead flower petals underneath the bed, which made me question how thoroughly the room had been cleaned.
I raised the issue with reception, but the receptionist repeatedly insisted that the room had four beds. Eventually, the concierge showed us another room, which had two single beds and a bunk bed and was clearly more suitable for our family. At that point, the receptionist realised that we had been allocated the wrong room.
Mistakes can happen, of course, but the way the situation was handled was disappointing. Rather than immediately checking our concerns, we were repeatedly told that the room was correct. For a hotel presenting itself as a five-star property, I expected a more professional and guest-focused approach.
Communication Before Arrival
Before our arrival, I had emailed the hotel regarding a change in our party arrangements. A third adult was originally supposed to stay in a separate room that had already been fully paid for, but unfortunately, they were no longer able to travel.
As we would no longer need that additional room, I contacted the hotel in advance to ask whether it might be possible to upgrade our family room instead. Unfortunately, I never received a response.
I understand that upgrades are subject to availability and cannot always be guaranteed. However, a simple reply acknowledging the request would have been appreciated. Good communication before arrival is an important part of the guest experience, and this was a missed opportunity to make us feel looked after before our holiday had even begun.
Facilities, Pools and Beach
The pool areas were one of the highlights of our stay. They were exceptionally clean, and staff were constantly working to maintain them. The poolside sun loungers were also good, and the overall atmosphere around the pools was enjoyable.
The beach itself was clean and pleasant, but there was one significant downside: the lack of sun loungers. They were positioned extremely close together, leaving very little personal space. It felt crowded and uncomfortable at times. Improving the number and spacing of beach loungers would make a real difference to the guest experience.
Spa, Bars and Entertainment
The spa was absolutely fantastic. We had massages during our stay, and they were genuinely one of the best parts of the holiday. I would highly recommend the spa experience.
The bars were also excellent. The bartenders were friendly, attentive and quick to serve, and we really enjoyed the service they provided throughout our stay.
The animation team deserves a mention too. They were good, energetic and helped create an enjoyable atmosphere for guests. Their efforts added to the overall holiday experience.
Restaurant and Food
Overall, we enjoyed the restaurant and felt there was a good selection of food. However, I would have liked to see a greater variety of seafood options.
One thing that was disappointing was the behaviour of some guests at the buffet. There were people taking far more food than they could eat and then leaving large amounts to be thrown away. There was also pushing and a lack of consideration for other guests at busy times.
While this is not something the hotel can entirely control, better organisation and gentle encouragement of more considerate buffet etiquette could help create a more pleasant dining experience for everyone.
Housekeeping and Room Cleanliness
Although the hotel was generally well maintained, housekeeping could have been more thorough in the bedrooms.
During our stay, it often felt as though the main focus was on emptying bins and replacing towels, rather than properly cleaning the room. I did not consistently see evidence of the floors being vacuumed or mopped, and some amenities were not always replenished.
Finding dead flower petals under the bed when we first arrived added to this concern. Cleanliness is a fundamental part of any hotel stay, and especially important for a property positioning itself at a five-star level. I would have expected more attention to detail and more consistent bedroom cleaning.
Hotel Shop and Amenities
It was convenient to have a shop within the hotel, which was useful during our stay.
However, I was surprised that basic items such as a toothbrush and toothpaste were not available as complimentary amenities and had to be purchased from the shop instead. I understand that not every hotel provides these items free of charge, but for a property of this standard, I would have expected basic toiletries to be available in the room or provided upon request.
Final Thoughts
Overall, we enjoyed our family holiday, and there were plenty of positives. The spa and massages were fantastic, the pool areas were exceptionally clean, the beach was clean, the bar staff were friendly and efficient, and the animation team did a great job. The hotel has many good facilities and the potential to offer a really excellent holiday experience.
However, the room allocation issue, the lack of response to my pre-arrival email, and the inconsistencies with housekeeping were disappointing. These are all areas where better communication, attention to detail and guest care could make a significant difference.
I work in hospitality management myself, so I naturally pay attention to these details. I appreciate that no hotel is perfect and that mistakes happen, but it is how those situations are handled that often makes the difference between a good stay and an exceptional one.
For us, the holiday was enjoyable overall, but based on these experiences, I do not feel that every aspect of the service consistently met the five-star standard I would have expected. With some improvements to communication, room allocation procedures and housekeeping, I believe the hotel could provide a much better and more consistent guest experience."
